Resource Center Specialist

The Container Store•Coppell, TX

About The Position

The Resource Center Specialist provides support to end-users for issues related to computer hardware & software, systems process, and store procedure across our growing store footprint, two distribution centers, and our home office. Responsibilities include resolution of issues ranging from procedural to technical in nature, coordination, and communication. This role communicates with employee stake holders at various levels of management and possess the ability to influence in the absence of direction. This is an hourly, non-exempt position.

Requirements

Bachelor’s degree or comparable certification in technology, preferred
At least two years of relevant experience
Proficient with industry technology, including but not limited to Microsoft applications and operating systems, MacOS/iOS, and Android.
Proven experience with mainstream ITSM systems such as ServiceNow, Remedy, etc.
Proven technical and problem-solving skills
Based in Dallas/Ft. Worth area
Ability to work Weekends – Saturday and Sunday shifts required
Ability to travel 5% a year, based on the business needs
Ability to work in a constant state of alertness and a safe manner
Ability to perform training in the moment for coaching opportunities with subjects related to store systems and processes
Is committed to working scheduled hours and has the flexibility to work additional hours based on changing business needs
Knowledge of industry business and passion for following trends in the industry
Strong time management and organizational skills with the ability to successfully manage multiple projects at once
Possesses focused attention to detail and solid organizational and prioritization skills while working quickly and accurately under pressure
Makes strategic and effective decisions in the best interest of our customers and our company, taking care to objectively process information

Responsibilities

Serves as central point of contact for employee requests from all areas of the company (Stores, Distribution Centers, and Home Office) in the following areas: Troubleshoots, diagnoses and then documents issues related to systems, network, and processes
Uses monitoring systems to analyze network and system status
Facilitates and follows-up on communication and coordination with other departments for resolution of issues
Processes end-user systems, hardware, and software requests across the company
Ability to quickly react and effectively communicate during the incident management process in a calm and concise manner, and lead when necessary
Detailed logging of all relevant information from each interaction into the ITSM system
Maintains POS-related equipment and emergency kits
Maintains documentation and training for many procedural and technical areas of store operations Acting as the subject matter experts to assist in developing and writing instructions and updates to store operating procedures
Identifies areas of opportunity and provides necessary follow-up—communication, clarification, and/or updates to procedures
Maintains and updates Store Systems troubleshooting and quick reference guides
Develops topics for the online knowledge base
Manages email distribution list recipients
Security-first mindset for internal information and transfers of privileged IT data
Responsible for maintaining discretion related to all confidential/sensitive company and customer information
Coordinates and participates in weekly update meetings with other areas—Store Systems, Information Systems, and Training
Provides training to new Home Office and Distribution Center employees
Consistently arrives promptly to work the assigned schedule
Performs other requested tasks and duties as assigned

Benefits

Competitive health, dental, and vision plans to keep you and your loved ones well.
401(k) retirement savings plan with optional investment guidance and assistance offered through Fidelity.
Unique "1equals3" website for easy access to your benefits information and company updates.
We've got your back!
Competitive sick pay and PTO plan to ensure you can take time off to recharge and come back feeling your best.
Peace-of-mind benefits: Basic life insurance, disability insurance options, accident insurance, critical illness insurance, hospital indemnity insurance and flexible spending accounts (FSAs).
Family-focused support: Considerate parental leave policies, adoption and surrogacy assistance, and fertility & maternity support program.
Work-life balance boosters: Paid holidays, gym membership discounts, and a qualified transportation benefits program to save on commutes.
Discounts galore: Enjoy a hefty discount on our amazing products, including merchandise, custom spaces, and services, gift cards, and pet insurance (because fur-babies matter!).
Recognition you deserve : We honor our employees with service awards and retirement gifts, celebrate those who exemplify our core principles, and recognize exceptional daily contributions.
Thriving with diversity: Participate in our Employee Resource and Affinity Groups and help guide how we give back to the community, while having a space to connect, support one another, and celebrate cultural heritages.